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Telecommunications · head to head

8x8 vs Freshdesk

8x8 logo

8x8

Telecommunications

Enterprise-grade unified communications

From
$29.99/month
Free plan
No
Full reviewWebsite
Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Freshdesk has a free tier, so it costs nothing to try first.
  • Each has a real cost: 8x8 listed on UK G-Cloud 14 at £2.65 to £113.40 per user per month for 8x8 Hosted PBX, submitted directly by 8x8 UK Limited; Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards
  • They diverge on capability: 8x8 covers Voice calling, Freshdesk covers Ticketing.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which 8x8 and Freshdesk actually diverge.

Attributes where 8x8 and Freshdesk differ
Attribute8x8Freshdesk
Starting price$29.99/monthFree
Free tierNoYes
PlatformsWeb, Windows, Macos, Ios, AndroidWeb
CategoryTelecommunicationsCustomer Support
Founded19872010

Identical on both: pricing model (subscription), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in 8x8

  • Voice calling
  • Video meetings
  • Team messaging
  • Call recording
  • Voicemail
  • Call routing
  • Analytics
  • Google Workspace

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Both cover

  • Salesforce
  • Microsoft Teams
  • Slack
  • SOC2
  • HIPAA
  • ISO27001

What people use each for

The jobs each tool is most often brought in to do.

8x8

  • Business communicationnot Freshdesk
  • Customer contactnot Freshdesk
  • Remote worknot Freshdesk
  • Continuitynot Freshdesk

Freshdesk

  • Help desk and ticketing systemnot 8x8
  • Customer support portal and knowledge basenot 8x8
  • Multi-channel support coordinationnot 8x8
  • AI-assisted support agent interactionnot 8x8

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

8x8

  • Listed on UK G-Cloud 14 at £2.65 to £113.40 per user per month for 8x8 Hosted PBX, submitted directly by 8x8 UK Limited

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Pricing, plan by plan

8x8

$29.99/month
  • Pro$29.99/month
    • Calling and meetings
    • Video conferencing
    • Team messaging
  • Enterprise$undefined/month
    • Everything in Pro
    • Advanced analytics
    • Dedicated support

Freshdesk

Free
  • Growth$19/month per agent
    • Basic ticketing, shared inbox, customer portal
    • Freddy AI Agent (500 sessions included)
    • Billed annually, 20% discount vs. monthly
  • Pro$55/month per agent
    • Multilingual support, custom dashboards
    • Intelligent routing, multiple SLA policies
    • Billed annually, 20% discount vs. monthly
  • Enterprise$89/month per agent
    • Skill-based routing, audit logs, IP whitelisting
    • Freddy AI Insights
    • Billed annually, 20% discount vs. monthly

Which should you pick?

Choose 8x8 if

  • You need voice calling.
  • You work on Web, Windows, Macos, Ios, Android.
  • You also want video meetings.
8x8 review

Choose Freshdesk if

  • You need ticketing.
  • You want to start without paying.
  • You also want automation.
Freshdesk review

Questions people ask

Is 8x8 or Freshdesk better?
Neither clearly leads. 8x8 starts at $29.99/month and Freshdesk at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 or Freshdesk?
Freshdesk has a free tier; the other does not. Paid plans start at $29.99/month for 8x8 and Free for Freshdesk.
Does 8x8 or Freshdesk run on more platforms?
8x8 runs on Web, Windows, Macos, Ios, Android. Freshdesk runs on Web.
Can I use Freshdesk for free?
Yes. Freshdesk has a free tier, so you can try it without paying. 8x8 starts at $29.99/month.
What is 8x8 best used for?
8x8 is most often used for business communication, customer contact, remote work, continuity. Of those, business communication and customer contact are not what Freshdesk is typically brought in for.
What can 8x8 do that Freshdesk cannot?
8x8 covers Voice calling, Video meetings, Team messaging, Call recording. Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Both handle Salesforce, Microsoft Teams, Slack, SOC2.

Answered from the vendors’ own pages

Freshdesk: What is Freshdesk's Growth plan pricing?

The Growth plan costs $19 per agent per month when billed annually and includes basic ticketing, shared inbox, customer portal, and 500 Freddy AI Agent sessions.

Source
Freshdesk: Does Freshdesk offer a free trial?

Freshdesk offers a 14-day free trial with full Enterprise plan access, allowing customers to test all features before committing.

Source
Freshdesk: What is the difference between Freshdesk plans?

Growth ($19/agent) provides basics; Pro ($55/agent) adds multilingual support and advanced routing; Enterprise ($89/agent) includes skill-based routing and audit logs. All prices are annual billing rates.

Source
Freshdesk: What are Freshdesk's add-on costs?

Optional add-ons include Freddy AI Copilot at $29/agent/month, additional AI Agent sessions at $49 per 100 sessions, and day passes at $2-$12 per pass.

Source
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